Full-Time Customer Support

About You:

As Customer Support at Contra, you'll be dedicated to responding to messages from our freelancers and clients, maintaining our support operations to keep our platform running smoothly. You'll work on boosting key metrics, refining user interactions, and above all — making sure every user has a great experience.

 Responsibilities:

• Provide world-class support by taking ownership on user issues both on the freelancer and client side - working closely with the engineering, product and other teams to address and resolve user issues quickly.
• Become a Contra product expert - focusing on user workflows, integrations, and platform functionality.
• Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met.
• Suggest process improvements and introduce best practices for operations.
• Provide regular insights and feedback on project status, achievements, and areas needing improvement.
• Keep our knowledge base updated, refine, and optimize help content, ensuring it supports user self-service and automated tools' effectiveness.
• Enhance the efficiency of customer support operations, focusing on reducing response and resolution times.
• Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation.

 Requirements:

• 2-3+ years of support experience.
• Experience troubleshooting technical issues
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
• Excellent problem-solving skills and the ability to think strategically.
• Familiar with Looker or similar tool
• Ideally located near Toronto, Canada.